Technology, AI, and pricing transparency are rapidly transforming the dealership experience. On today’s episode of Inside Automotive, Michael Affronti, Chief Product & Business Officer at DriveCentric, joins us to discuss how dealers can adapt to changing expectations around pricing transparency, use AI responsibly, and prepare for the next stage of dealership operations.
Although the FTC’s CARS Rule has been vacated, Affronti notes that the regulation’s underlying goals remain intact. Dealers continue to face scrutiny around pricing transparency and customer communications while managing what he described as a “patchwork” of federal and state regulations. This regulatory complexity highlights a deeper operational vulnerability for many dealerships.
“The sentiment of what’s going on is that we now, all of a sudden, have a patchwork of regulations, state, and federal levels for our dealers to actually manage compliance.”
The bigger risk
Affronti suggests that one of the biggest compliance risks is not intentional misconduct, but inconsistency across systems and departments. Pricing and deal information can often shift as customers move between dealership websites, CRM platforms, sales departments, and F&I offices. These disconnects, Affronti says, create gaps between what customers see, what they hear, and what ultimately occurs during the transaction, making it difficult to maintain a unified regulatory standard.
To bridge these gaps, Affronti believes AI can play an important role in reducing operational inconsistencies. While many dealers focus on AI’s ability to improve response times, he argues that its greatest value lies in creating consistency throughout the customer journey. When dealers deploy AI properly, it delivers accurate information across communication channels while maintaining detailed records, creating a stronger compliance and audit trail than manual processes alone.
Not all AI solutions are built the same
At the same time, Affronti cautions that not all AI solutions are created equal. Responsible AI, he contends, must operate from a unified customer record, draw from dealership-specific data and policies, clearly identify itself when appropriate and know when to transition conversations to dealership personnel. Without sufficient context, AI systems can create new risks rather than solve existing ones.
For dealers evaluating their own readiness, Affronti recommends examining whether AI tools are fully integrated into dealership systems, whether they operate from a single source of customer data and how effectively customer intelligence is captured and shared across the organization.
Navigating AI dealership model
By solving these data silos, dealerships will naturally move toward what Affronti describes as a DriveCentric “AI-native dealership” model. In this environment, sales, service, F&I, and customer communications operate from a connected platform that unifies customer information, allowing AI-powered tools to support employees and maintain compliance throughout the entire ownership journey.
As AI capabilities continue to evolve, Affronti believes dealers who focus on connected systems, contextual customer data and responsible AI implementation will be best positioned to improve customer experiences while meeting growing compliance expectations.
CBT News Auto Leadership Summit
Affronti will bring these insights to the upcoming CBT News Auto Leadership Summit on June 16 in Washington, D.C., where he will join industry leaders to discuss how dealerships can build compliance-ready, AI-native operations for the road ahead.
The summit will give dealers and industry stakeholders a direct line to the people shaping that shift. The one-day event, held at the Salamander Hotel, will bring together dealers, legal experts, and elected officials, including Ohio Sen. Bernie Moreno.
Registration closes soon, and seating is limited. Reserve your spot at cbtnews.com/auto-leadership-summit.
